Director, Customer Experience – Trading API

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alpaca

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔌 API

💳 Fintech

₿ Crypto

API • Fintech • Crypto

Alpaca is a fintech company that provides a comprehensive brokerage and trading platform through a suite of APIs. These APIs enable developers and businesses to integrate algorithmic trading, app development, and embedded investing into their services. Alpaca offers services like trading in US stocks, ETFs, and cryptocurrency with options for local currency transactions. The company is recognized for its cyber security practices and is a member of FINRA and SIPC. Alpaca is ideal for fintech startups, broker-dealers, hedge funds, and other financial services looking to build sophisticated trading applications and platforms with minimal friction through their well-documented Broker API.

📋 Description

• Lead and develop the Trading API customer support team • Build a follow-the-sun model providing 24/5 coverage and ultimately 24/7 • Establish service levels, escalation paths, and effective handoffs across regions • Ensure timely, high-quality support across Trading API products • Identify recurring issues and partner across teams to address root causes • Establish KPIs across service levels, resolution times, customer satisfaction, escalations, and other customer-experience measures • Build reporting to identify trends, customer friction, and improvement areas • Use data to set goals and improve team performance • Own the use and fine-tuning of customer-facing AI support • Use AI, automation, and self-service tools to improve quality and scalability • Build differentiated support for VIP and institutional customers • Establish responsive escalation paths for critical VIP issues • Develop knowledge of customer integrations, trading workflows, and operational requirements • Strategize with the Head of Trading to establish a trading desk with smooth handoffs for institutional orders • Partner with Product to improve onboarding, usability, self-service, and overall customer experience • Represent Trading API customer needs and identify platform improvements • Lead, coach, QA, and develop customer-facing support teams • Evolve the organization, processes, and staffing model as Trading API scales • Establish goals, accountability, and a data-driven operating culture • Hire and develop talent as the organization grows • Stay close to customers and frontline teams while building a scalable function

🎯 Requirements

• Experienced building and leading customer-facing teams in brokerage, trading, or financial markets • Strong understanding of brokerage products, trading workflows, order lifecycle, and the needs of active and institutional traders • Series 7 required • Series 24 required, or ability to obtain the Series 24 within an agreed timeframe after joining • Strong people leader with experience developing existing teams • Experience managing customer support across multiple regions and time zones • Highly data-driven with experience establishing and managing against KPIs • Technically fluent and comfortable with APIs, integrations, and complex customer issues • Experience using AI and automation to improve customer support • Strong cross-functional operator who can work across Product, Engineering, Trading, Operations, Compliance, and Sales

🏖️ Benefits

• Competitive Salary & Stock Options • Health Benefits • New Hire Home-Office Setup: One-time USD $500 • Monthly Stipend: USD $150 per month via a Brex Card